Based on their previous experience with outdated technology, most consumers dread calling in for customer service. Long hold times, connecting to the wrong call center agent and repeating themselves over and over again are just some frustrations they are faced with. Additionally, contact center managers are tasked with optimizing staffing, keeping costs in check and trying to make sense of data collected and create actionable improvements.
What is a Customer Engagement Center?
According the Gartner IT Glossary, a CEC refers to a logical set of technologies and business applications that are engineered to provide customer service and support, regardless of the interaction (or engagement) channel. The goal of the CEC is not only to provide service to customers as they move among communications channels — including social media and community forums — while retaining the customers’ context, but also to deliver the appropriate business rule to determine the next best action, information or process with which to engage the customers.
Our answer to the CEC is the Aspect Via cloud contact center platform. This flexible, scalable contact center solution covers all the customer service bases as well as cloud neutral deployment. The following essential capabilities of a customer engagement center will help to improve the customer experience while streamlining call center operations:
Omnichannel Customer Contact
Customers want to engage using the channel that best suits their need and environment. The customer engagement center allows for seamless and consistent cross-channel interactions regardless of the channel.
IVR and Digital Self-Service
Self-service applications offer a personalized and consistent experience across all customer touchpoints. A customer engagement center makes self-service interactions easier for customers to use by managing preferences and tailoring transactions to segmentation data. Customers can switch from one channel to another while maintaining context with uninterrupted conversations.
Proactive Outbound Communications
Increase call center agent productivity by calling customers before they call you. Providing customers with critical information such as payment reminders and outage notifications increases service satisfaction and sales revenue. With Aspect Via, you can give customers critical information through the most effective channel. This supports increases in productivity, service satisfaction, recovered debt and sales revenues.
Cloud Neutral Deployment
Deploying features such as self-service, interaction management and workforce optimization in your choice of cloud (local, public or hybrid) reduces the burden of a major upfront capital output while keeping call centers on the cutting edge with the most up-to-date features.
Contact Center Agent Empowerment
The underlying intuitive technology in a CEC transforms the work environment which in turn empowers call center representatives to provide a better customer experience.
Process and People Optimization
Call center managers are judged on all aspects of monitoring agents in the call center, including call center planning, developing agent skills, rating agents based on metrics and rewarding agents based on performance. Performance management capabilities in a CEC help to optimize contact center operations and engage agents which drives quality interactions by improving service. Aspect Via offers workforce, quality and performance management capabilities, available as modular applications that can be added to your solution at your own pace. This model is designed to adapt rapidly and cost-effectively to your changing contact center needs — resulting in more engaged agents, higher quality customer interactions and improved customer experience all at a lower operating cost.
Advanced Reporting and Analytics
Whether a customer is using self-service, getting live assistance, or a combination of the two, it’s important to understand their journey. A CEC provides complete customer engagement reporting and analytics giving organizations insight into efficiencies and opportunities to improve service strategies.
Improving the customer AND agent experience is possible with the advanced call center software behind the customer engagement center. Contact us today to learn more.